cc-communicate · Product Deep Dive: Client Feedback Agent

Heard Before It Becomes A Complaint

Why asking while a case is still open catches what a review request never will.

Most firms don't find out something's gone wrong until it's already a complaint, or a bad review. By then the client has already decided how they feel, and the moment to actually do anything about it has passed.

The scale of the problem is already well documented. A 2025 Smoove survey of UK home movers found 49% rated dealing with their conveyancer the most stressful part of moving house, and fewer than a third felt fully informed throughout the process. At the Legal Ombudsman, residential conveyancing is now 36% of all complaints accepted in 2025/26, driven largely by delays and poor communication.

It's rarely that firms don't care. Nobody has time to check in with every client at every stage on top of a full caseload, and the usual fallback, an email or SMS survey, mostly goes unanswered.

What the Client Feedback Agent does

The Client Feedback Agent calls clients at key points through a matter, or at completion, and gathers feedback in a short, natural, plain-English conversation, no conveyancer making the call. If a client raises a problem, it's escalated straight to a real person rather than left sitting in a survey. Feedback is logged straight back into the matter file.

How it works

A trigger is reached. A milestone in the matter, or completion, prompts an outbound call.

A natural conversation. How it went, what worked, what could have been better, not a press-1-to-5 survey.

Issues escalated, feedback logged. A problem goes to a person; everything's recorded against the case.

Built on a live capability, not a prototype

This isn't a concept product bolted together for a pitch. Calling clients to capture feedback and escalate anything raised is already a proven part of CC's own AI voice technology, one of a wide range of live call types already running day to day, not something built from scratch for this one service. The Client Feedback Agent packages that existing, working capability into a repeatable service a firm can switch on per case.

49%

Smoove, 2025

of UK home movers say dealing with their conveyancer was the most stressful part of moving house

36%

Legal Ombudsman, 2025/26

of all complaints accepted by the Legal Ombudsman are now residential conveyancing

Figures above describe industry-wide survey and complaints data, not a measured result from this product. Sources: Smoove Home Movers Report, 2025; Legal Ombudsman 2025/26 annual complaints data and insight.

How it compares

Versus an email or SMS review request: those get low response rates and rarely catch a problem in time to fix it. A short call gets a higher-quality answer, and a problem raised mid-call can be escalated to a person immediately, while it can still be fixed.

Versus a public review platform: those collect a star rating after the fact, so a bad review only surfaces once the client's already unhappy. A feedback call is two-way and catches the problem while it's still fixable. The two aren't mutually exclusive, a happy client at the end of the call is exactly who you then invite to leave a public review.

Versus a generic satisfaction-survey tool: a score in a dashboard doesn't hear a problem or escalate it. A short spoken conversation gets a higher-quality answer than an ignored email, and captures it consistently on every case rather than relying on whoever remembers to send the survey.

What this means for firms

None of this is about replacing the judgement a conveyancer brings to a case. It's about whether a problem gets heard while there's still time to do something about it, rather than a firm finding out when a review lands, or a complaint does.

Firms get a consistent record that every client was actually asked. Clients get a real conversation instead of a survey nobody follows up on.

Commercials

Contact [email protected] to see what pricing would look like for your firm.

Curious what this looks like for your firm?

We'd like to sit down, look at how your team currently asks for feedback, and talk through where the Client Feedback Agent could catch problems early.